M E M O R A N D U M

IM-76  06/07/99  APPROPRIATE TELEPHONE CONTACTS FOR PROBLEMS


SUBJECT:
APPROPRIATE TELEPHONE CONTACTS FOR PROBLEMS
 
DISCUSSION:
Data Processing reports that they have received telephone calls from county and/or area staff.  Staff is not to contact Data Processing directly.  If Data Processing needs to be contacted, State Office staff will make this contact.

In order to help staff resolve problems more efficiently, here are some guidelines for the appropriate source to contact to resolve problems, answer questions, and request assistance.  Telephone numbers are listed to assist in making the appropriate contact.

PROGRAM AND POLICY Temporary Assistance and Child Care Units (573)751-9488, Medicaid/MC+ Unit (573)751-2549, and Food Stamp Unit (573)751-2581

  • Policy questions
  • FSU5/IMU5 edits, FS/IM screen entry problems
  • EBT (other than EBT photo equipment, etc.)
  • Questions regarding MOP
  • Problems with reports
  • Override for expedited food stamps when the date of discovery is the month following the date of application
DATA MANAGEMENT (573)681-0100
  • FISU overrides
  • Questions regarding FISU edits
  • Duplicate DCN
  • SUPD override for SSN
DP HELP DESK (800)392-8725, (800)663-2647, or (573)751-3811 
  • EBT photo equipment problems
  • Security password or user ID
  • Terminal or printer
  • On-line transaction (Email or other production activity)
  • Computer hardware or software problems
This list is not all inclusive, but it is intended to help staff to resolve problems more efficiently.  NOTE:  Please go through normal supervisory channels before making calls regarding problems.
 
NECESSARY ACTION:
  • Ensure staff do not call Data Processing directly.

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  • Discuss this memorandum with appropriate staff.

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  • Keep this list of appropriate contacts and telephone numbers for specific problems for future reference.
HJK
Distribution #6
[ 1999 Memorandums ]